Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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Paper_jam
Level 8

Roku Ultra audio dropouts/distortion/sync

I've been using a Roku Ultra (recent 2018 model, 4660X, bought in Nov. 2018) for several months with no real problems. On Feb. 21, I began to experience audio dropouts and audio sync problems on Amazon Prime video, and generally poor performance on Netflix. I think these problems coincided with a recent software update.  Current software version is 9.0.0 build 4142-46. I've checked my internet connection/speed (good as ever) and my wireless signal strength/quality (also good). I've reset the unit a couple of times, and it would seem to help, but then the issue comes back after a while. Any tips?
18 Replies
Community Manager
Community Manager

Re: Roku Ultra audio dropouts/distortion/sync

Thanks for letting us know what you're seeing. Could you please provide more details about your home setup:

- What make/model of TV is your Roku Ultra connected to?
- Does this occur on channels other than the one you mentioned? 
- Are you using an A/V receiver or soundbar with your TV/Roku player setup? If so, what is the make/model of that unit?
- In Settings>Audio>Audio mode, what setting do you have selected? Does the same issue occur if you change the setting to Stereo, etc.?
- During playback of content, if you hit the * key on your remote, do you have 'Audio leveling' enabled on your device? If so, and you disable this setting, do you still observe the issue? 

With more information, we'll be able to continue looking into your report. Please also PM me with your Roku account email address and player serial number from Settings>System>About. 

Thanks,
Tanner
Tanner D.
Roku Community Manager
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sterod
Level 7

Re: Roku Ultra audio dropouts/distortion/sync

Same, my ultra upgraded to 4142 and it's gone to sh*t
Was working fine and now constant audio and video dropouts. I am so sick and tired of upgrades breaking the product. Mad beyond words right now as there is no way to f'ng downgrade. Try changing the HDR subsampling to 4:2:2 if you are using 4K, it helped for me
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Community Manager
Community Manager

Re: Roku Ultra audio dropouts/distortion/sync

@sterod 

Sorry to hear about the experience! Please see my comments above and send me a PM with your details. I'd be happy to follow up directly and see what else we can do to help. 

Thanks,
Tanner
Tanner D.
Roku Community Manager
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demechman
Level 7

Re: Roku Ultra audio dropouts/distortion/sync

Same issue for me, removing power from the Roku and plugging it back in fixes it for awhile. I seem to notice it when switching between youtube, plex and netflix. There may have been a recent update that changed the audio mode but its frustrating my old roku had no problems at all and this new "premiere plus" is essentially a dud. 
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kenbour
Level 7

Re: Roku Ultra audio dropouts/distortion/sync

I am having the same problem on a wired connection (Gigabit Ethernet): Roku Ultra (latest upgrade), LG OLED 55" 4K UHD, and Enclave Audio system. The only action that helps is to pause the video for a few secs, but the audio dropouts and syncing problems return quickly - very annoying. Volume mode is OFF and all other settings are DEFAULT.
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kenbour
Level 7

Re: Roku Ultra audio dropouts/distortion/sync

Based on another user recommendation, I switched the HDR subsampling rate back to its default value of 4.2.0 and the audio dropouts and sync problems seem to have been resolved.
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Telo62
Level 8

Re: Roku Ultra audio dropouts/distortion/sync

This is maddening! The pattern is that it glitches 2 or 3 times (goes to black for a second) then sound goes off...and stays off until i reboot. Not cool! Long time Roku user and my XD never did this. My new (3 months) ultra does. Is it time for Apple Tv? Or is there a fix

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goldmanr2004
Level 7

Re: Roku Ultra audio dropouts/distortion/sync

I have a roku ultra and a Yamaha 2070 receiver.  The only way i can get it to work is to un plug and replug in the Roku ultra and then the yamaha pics up the HDMI signal.  Plugging the roku direct into the Sony A8F TV works fine.  As soon as i plug into the yamaha as an input i have to unplug the Roku and replug in.  This has been happening for the last 5 months, but prior never happened.  I am getting very frustrated and need this resolved as i am an installer and cant have this or i will spec in Apple TV over Roku!

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kenbour
Level 7

Re: Roku Ultra audio dropouts/distortion/sync

Something happened tonight that may be a partial workaround. About 50% into a Netflix program ("Designated Survivor"), the audio/video began to unsync and sound distortion began. Because we had missed a few seconds, I rewound the video a few frames and resumed. The program played all the way to the end with no more issues. We then watched another episode and, once again, the same distortion condition occurred about 25% of the way through... I paused, rewound a few frames and, after resuming, no more problems all the way to the end! I would ask others to try this approach to see if it helps. It is not ideal, but it's an easy/quick fix if it works in other situations.
Thanks, Ken.
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